Funeral Claim not paid. 2 weeks now

Good day My experience with avbob is unpleasant as I have been waiting for claim payout. Iv never missed premiums, iv handed in all the required documents but they are saying they want to investigate the bank where I asked for the claim to be paid. I couldn't bury my loved one with a descent funeral, I had to ask for money. Am really not happy as I have to be the one following up on the process of the claim. Am dealing with a pain of loosing my family member. And the pain of not receiving money when I needed it the most. It's painful